3rd Line Support

£27,000 | STOCKPORT | Permanent
Posted 3 months ago

3rd Line Support
Stockport based
£24,000 - £27,000 base shift allwance and on call allowance

Job Description:
Provide third line support for customers in North America and Europe for my clients Service Management products. The role provides support to customers from both the office and home (based on working shift-patterns).

Tasks include providing advice on using their own products, identifying and reproducing problems, documenting the problems, managing their resolution and keeping the customer informed of progress.

An essential aspect of the job is in managing the customer to ensure faults are reported at an appropriate severity and setting their expectations appropriately.

As part of the team providing technical support, you will need to gain a thorough understanding of the product set and how their customers use them. You will run detailed diagnosis of problems and escalate to internal Development Teams, where required, to provide code fixes.

To align with our Global customer’s working hours, there is a requirement to cover different shift patterns.

• Provide 3rd Line Support for Clients and Users.
• Diagnosing and resolving technical Issues logged by Customers.
• Undertake Investigational / Analysis work around reported Issues to assist with Implementing solutions within a timely fashion.
• Building strong relationships with Customers and Internal Teams/Colleagues.
• Efficient Workload Management and Escalation of High Priority Issues.
• To be part of the ‘Out of Hours’ Team, providing 24x7 Support Cover to Customers.

Required Skills:
• Experience / Understanding around Incident and Major Incident Management.
• Proficient in the use of Call Logging Software, ITSM Toolsets or equivalent.
• Experience of providing Technical Support for complex software Application/Systems.
• Experience with RDBMS, including writing queries - Oracle and/or SQL Server and Importing / Exporting Databases.
• Windows System Administration
• Experience with APIs and Web Services
• Experience with analysing Multi-Threaded Application log files
• Proficient in the creation of key technical documentation (i.e. Step-by-Step / User-Guides, Knowledge Articles, FAQ’s, etc.).

Desirable Skills:
• PERL, HTML, XML, Jira, AWS, PL/SQL, Qlikview and Tomcat
• Powershell Scripting
• Exposure around Business Process Definition, Analysis and BI Reporting
• Experience of working within a Software Development Role
• Exposure to working within an ITIL Framework
• Proficient in the use of Release Management.
• Proficient in the use of Knowledge Management.

Please send your CV to kay.sadler@interquestgroup.com to be considered for this position.

For more information about this role, please contact:

Kay Sadler

01442 509 080

See Kay Sadler's jobs
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